{"id":11394,"date":"2022-05-23T15:43:10","date_gmt":"2022-05-23T15:43:10","guid":{"rendered":"https:\/\/api.cloudstudenthomes.co.uk\/?page_id=11394"},"modified":"2023-03-30T08:59:44","modified_gmt":"2023-03-30T08:59:44","slug":"complaints-procedure-students","status":"publish","type":"page","link":"https:\/\/api.cloudstudenthomes.co.uk\/complaints-procedure-students\/","title":{"rendered":"Complaints Procedure (Students)"},"content":{"rendered":"<p class=\"p2\"><b>CLOUD STUDENT HOMES COMPLAINTS PROCEDURE<\/b><\/p>\n<p class=\"p1\">At Cloud Student Homes we aim to resolve all complaints in the first instance on site, and we advise all students to raise any issues to their Accommodation Team by emailing the site directly.<\/p>\n<p class=\"p2\">When a complaint is received the stages detailed below must be adhered to on every occasion.<\/p>\n<p class=\"p1\">Firstly, complaints will be dealt with by the Accommodation Team, therefore any correspondence received by any other team will be forwarded in the first instance to your Residence Team.<\/p>\n<p class=\"p2\">To ensure all complaints are taken into consideration the following stages are followed:<\/p>\n<ul class=\"ul1\">\n<li class=\"li1\">All new complaints are dealt with initially by the Accommodation Team on site.<span class=\"Apple-converted-space\">\u00a0 <\/span>These complaints will need to be investigated however we aim to respond to the complainant within 10 working days.<span class=\"Apple-converted-space\">\u00a0 <\/span>If the student is not satisfied with how the complaint has been handled and wishes to escalate this, or if the Accommodation Team deem appropriate this will be sent to the Operations Manager.<\/li>\n<li class=\"li1\">Any escalated complaints will then be investigated by the Operations Support Manager, who will investigate the complaint and its handling, we aim to respond to the complainant within 10 working days of receiving the request for escalation If the student is not satisfied with how the complaint has been handled and wishes to escalate this, or if the Operations Support Manager deems appropriate this will be sent to the Head of Operations.<\/li>\n<li class=\"li1\">Any escalated complaints will then be investigated by the Head of Operations, who will investigate the complaint and its handling, we aim to respond to the complainant within 10 working days of receiving the request for escalation.<\/li>\n<li class=\"li1\">Any final escalated complaints will be investigated by the Director or Company CEO, who will investigate the complaint and its handling.<span class=\"Apple-converted-space\">\u00a0 <\/span>The student will be notified of the final decision within 10 working days of receiving the request for escalation.<\/li>\n<\/ul>\n<p class=\"p3\">Cloud Student Homes aims to resolve a problem before it becomes a complaint and ensure that the student experience is at its highest.<\/p>\n<p class=\"p4\"><i>Head Office \/ Operations Office; Old Fire Station, Salt Lane, Salisbury, SP1 1DU <\/i><\/p>\n<p class=\"p4\"><b>00 44 330 053 5701<\/b><\/p>\n<p class=\"p9\"><b>To provide feedback \u2013 please click <\/b><a class=\"button\" href=\"https:\/\/form.jotform.com\/221633061454044\"><span class=\"s3\"><b>HERE<\/b><\/span><\/a><b> to contact us directly<\/b><\/p>\n<p>As Cloud Student Homes is an accredited member of the ANUK Code of Standards; if you continue to be dissatisfied by the outcome (or for failures to correct a breach) then you have the opportunity to discuss with the administrator further.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-11472\" src=\"https:\/\/api.cloudstudenthomes.co.uk\/wp-content\/uploads\/2022\/06\/national-code-logo.png\" alt=\"National Code Logo\" width=\"180\" height=\"110\" \/><\/p>\n","protected":false},"excerpt":{"rendered":"<p>CLOUD STUDENT HOMES COMPLAINTS PROCEDURE At Cloud Student Homes we aim to resolve all complaints in the first instance on site, and we advise all students to raise any issues to their Accommodation Team by emailing the site directly. When a complaint is received the stages detailed below must be adhered to on every occasion. [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-11394","page","type-page","status-publish","hentry"],"acf":{"featuredImage":false,"render_static":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Complaints Procedure (Students) | Cloud Student Homes<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/api.cloudstudenthomes.co.uk\/complaints-procedure-students\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints Procedure (Students) | Cloud Student Homes\" \/>\n<meta property=\"og:description\" content=\"CLOUD STUDENT HOMES COMPLAINTS PROCEDURE At Cloud Student Homes we aim to resolve all complaints in the first instance on site, and we advise all students to raise any issues to their Accommodation Team by emailing the site directly. 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